Support Android issues

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I have an Alcatel DL 700 Digicel phone. A couple weeks ago when i was powering it up, i realized it was stuck on the screen just before its about to go to the screen with the password. And it just stops on the screen with Digicel on it. I've tried to hold the volume
button (up and down) to get the screen with factory reset
but the screen just goes black. My phone also has malware, it's under control but still there. Any help, suggestions?